Arpan Pathak Email & Phone Number

Ahmedabad, Gujarat, India

Ahmedabad, Gujarat, India

Handling team comprising of trainers and content developerResponsible for the training coverage across (Call Centre, Retail, Back Office (Voice & Non Voice), Overall CS)Identifying Training need Identification (subject and skill)Ensuring relevant Content creation including scripts and process flowsTraining deployment (Planning, execution.Training effectiveness tracking .rCreating E-Magazine & Contests, product quiz .

Ahmedabad, Gujarat, India

Managing the entire X bucket collection for 2 states with an objective to reduce refer out and Increase in resolution of retain accounts month on month.Handling the entire call center operations along with enhanced field efficacy with special focus on Pickups.Increase in Penal collection and Online payments through call center.Leading daily service delivery, continuous development and improvement of provider services in accordance with targets / objectivesEstablishing new channel partners (Franchisees & Agencies), formulating debt recovery strategies & targets and conducting need based trainingDeveloping and implementing need-based plans / strategies for maximizing profitability & revenue generation & realizing organizational goalsImplementing competent business strategies for widening market, conducting promotional activities and increasing organizational revenue and profitabilityGenerating various MIS reports on customer retention and collection performance for apprising the top management on the progressManaging & monitoring the performance of team members and subscribers to ensure efficiency in operations and meeting of individual & group targetsDetermining training needs of Field Executives; developing strategies for improving collections to enhance their operational efficiency leading to increased productivity .

Ahmedabad Area, India

• Map out training plans, design and develop training programs.• Maintaining updated curriculum database and training records.• Effectively ensuring delivery of training for both class room training and on the job training.• Ensuring effective achievement of process implementation and process adherence.• Facilitating Periodic Process Training Refreshers for the bottom cur tile.• Ensuring continuous learning and mastering all process knowledge. Developing individual competencies for improving work efficiency.• Maintaining and sharing training reports on time. Maintaining records of results for training and retraining programs, and analyzing the bottlenecks• Knowledge sharing and Content Development for the territory.• Have been part of the launch team across India , which includes grooming and mentoring entire new city team for the sourcing and onboarding of delivery executives

Ahmedabad Area, India

Managing Domestic outbound call center of 220 seats• Maintain low attrition and plan training as per monthly leave planner and attrition forecast• Run monthly & quarterly Rewards & Recognition programs for motivation of team members• Analysis, identifying process gaps and sketch improvement plan• Keep track on performance by reviewing regular Reports• Ensure all the Teams achieve their targets consistently• Maintain good relations with Clients

Ahmedabad Area, India

• Managing performance of a team comprising of Process Executives and team leads.• Responsible for monitoring team performance, productivity, quality, prepare daily reports and handling of client communications. • Managing Sales and process SOP as per client guidelines making sure there is consistent growth in terms of process strength and Revenue enhancement.• To manage absenteeism, attendance, breaks and conduct of the team.• Ensure knowledge management of teams.• Replicating best practices to improve on the processes to ensure complain reduction • Maintain attrition rate below set levels and preparing various internal & external reports • Initiating and implementing QA processes like one-on-one coaching sessions, interactive team coaching sessions, weekly performance analysis and review.

• Overall management of our customer service operations for Prepaid segment of Gujarat • Daily/Weekly analysis of the process to ensure consistent revenue improvement with aggressive up selling of value added services. • Highlighting process gaps and engaging with respective process owners to eradicate them to ensure high degree of C-SAT and Revenue enhancement. • Ensuring understanding at all levels, and get in touch with respective process owners to clarify doubts, if any. • Replicating best practices to improve on the processes to ensure complain reduction • Preparing the call projection, manpower planning on weekly bases. • Managing the Outbound tele calling team and engaging the respective process owners for promotional and revenue enhancement activities. • Training and grooming the outbound team in understanding the concern of the customers from their requests, Inquiries, suggestions resulting in high conversion ration in outbound tele calling. • Mass Messaging, making service calls to prospect customers, Generating leads through cold calling, and ensuring effective follow up with sales team for lead closure.

Ahmedabad Area, India

Vodafone Essar Limited Jul 2006 – June 2008Sr.Executive – Customer care•Overall management of teams handling Postpaid segment of Gujarat•Preparing the call projection, manpower planning on weekly bases for postpaid teams•Daily/Weekly analysis of the process to ensure consistent improvement•To prepare reports about the call flow and analyzing the various aspects for increase or decrease of call flow•Highlighting process gaps and engaging with respective process owners to eradicate them to ensure high degree of C-SAT•Ensuring appropriate and effective download of new service launches for postpaid at all touch points.•Replicating best practices to improve on the processes to ensure complain reduction •Ensure and curb attrition. Forecasting future manpower requirements•Recognizing performers and developing a career path for them within the organizationVodafone Essar Limited July 2005 – July 2006 Shop Supervisor – Operations•Responsible for the management of Daily Operations ensuring quality service delivery to the walk in customers.•Daily/Weekly/Monthly analysis of the process and illustrating a summary of all activities, /accomplishments/ failures etc to the management. •Monitoring of Customer Care activities like new subscriber registration / activation, subscriber verification for the region.•Ensure quality standard for the Hutch Shop to be maintained, as per company norms. •Ensure ROI of the Franchisee outlet at minimum of 30% Per Annum.•Carry out retention activities for the region .•Catering to customers, trade partner’s needs of the region coordinating with Branch to promote retail business.•Preparation of Monthly MIS reports for branch and trade partners sales achievements.•Keeping monthly check on Sales Executives, trade partners, target achievement and rolling out target oriented incentive programs.

Graduation, English

Bachelor of Arts-With English Major

10 Th

Completed my School education till 10th standard